Microsoft Security | Microsoft Entra | Microsoft Entra ID
A cloud-based identity and access management service for securing user authentication and resource access
How do I file a support request to get a global administrator account reset because authenticator isn't portable
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Chuck Canning
0
Reputation points
I need to file a support ticket to get an account reset. Your telephone support automated system doesn't even know your product names and the categories in your ticketing system don't match here or make sense, otherwise, I wouldn't have to come to a public forum to ask how to use your support system.
Microsoft Security | Microsoft Entra | Microsoft Entra ID
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Sridevi Machavarapu 20,385 Reputation points Microsoft External Staff Moderator2026-01-23T17:16:07.6+00:00 Hello Chuck Canning,
If you're the only Global Administrator in the tenant, this qualifies as a tenant lockout scenario. In that case, we’ll need to involve Microsoft’s Data Protection team through a support ticket to help restore access.
To assist you further and forward this to Microsoft’s Data Protection Team, we need some additional information. As this involves Personally Identifiable Information (PII), please share the following details with us via private message only (do not post publicly):
- Contact phone number (including country code)
- Contact Email address
- Email address (affected account)
- Country
- Time zone
- Tenant domain name (e.g., contoso.onmicrosoft.com or verified custom domain)
- Tenant ID
- Azure subscription ID or billing information associated with the tenant (this helps confirm ownership)
- Locale
Once we receive this information, we will forward it to Microsoft’s Data Protection Team for further assistance.
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Chuck Canning 0 Reputation points
2026-01-23T20:24:31.8466667+00:00 Thank you. This was the information I couldn't seem to find and using the telephone support, it kept me in a loop and wouldn't proceed because it wasn't clear about the data protection team.
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Sridevi Machavarapu 20,385 Reputation points Microsoft External Staff Moderator
2026-01-29T19:59:10.0433333+00:00 Hello Chuck Canning,
Please share requested details in
Private messagestab that can be found here under your question:
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